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Savant Consumer Engagement Specialist in Barnstable, Massachusetts

  • Provide solutions via excellent customer service and technical support, following established company practices and guidelines. * Participate in company-provided training to gain necessary competencies in customer service, technical support, and online communications * Conduct service engagements through digital touchpoints while cross-communicating with internal departments. Touchpoints include, but not limited to, App and Online Store Reviews, Facebook, Twitter, Instagram, Live Chat, etc. * Implement customer recovery and other business strategies to improve customer experience. * Leverage technical documentation, training, industry research & knowledge to perform duties. * Take detailed direction from leadership through remote communication over Slack, email, video calls, and similar services conducive to remote work. * Practice detailed database management relative to service engagements, including tracking and identifying trends, product issues, and online sentiment. * Represent the company brands with business-positive language and attitude. * Performs other related duties as assigned by management. * Good understanding of appropriate English language style, syntax, and diction, for written (public and internal) communication with company communication tools. * Detail-oriented and willing follow specific processes and take specific direction. * Empathetic communication; able to level and control difficult engagements in various customer channels (business-to-business, business-to-consumer, distribution, etc.). * Experience and comfort with Salesforce or similar CRM. * Experience and comfort with basic hardware and software/smart home troubleshooting. * Disciplined in following instructions and complying with business process workflows. Education and Experience: * High school diploma or GED minimum required. * Two years of related experience doing remote technical support, customer service or social media engagement. * Home automation industry and/or smart home product experience preferred. * Experience with Salesforce and CRM processes preferred. Physical Requirements: * Prolonged periods sitting at a desk and working on a computer. * Must be able to lift up to 15 pounds at times. * If working remotely, must have home office environment that allows for undisrupted customer service interactions for eight hours a day. Savant Systems, Inc (Savant) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy), gender (including gender identity, gender nonconformity and status as a transgender or transsexual individual), age, sexual orientation, physical or mental disability, citizenship, genetic information, domestic violence victim status, past, current or prospective service in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Savant does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Savant and the recruitment agency or party requesting payment of a fee. All your information will be kept confidential according to EEO guidelines.
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